Help Desk Director
About The Position
InverseTech is a managed services provider that keeps technology running for growing businesses. When something breaks, when a system slows down, or when a team just needs answers fast — our clients call us. Behind every one of those calls is a support team that cares about getting it right. We're now looking for a leader to take that team to the next level. As our Help Desk Manager, you'll own the front line of the InverseTech client experience. You'll lead a multi-tier support team across several client accounts, making sure tickets get resolved fast, service levels are met, and every interaction leaves the client confident they chose the right partner. This is a hands-on leadership role for someone who loves both the operational detail and the people side of running a great support desk.
Requirements
- 5+ years in IT support, including 3+ years leading a help desk or service desk team.
- Experience in an MSP or multi-client support environment.
- A strong track record of hitting SLAs and improving support KPIs at scale.
- Hands-on knowledge of ITSM/ticketing platforms (ConnectWise, Autotask, ServiceNow, Freshservice, Zendesk, or similar).
- A solid grasp of ITIL practices — incident, request, problem, and change management.
- Excellent communication skills and the confidence to manage both technical teams and client relationships.
Nice To Haves
- ITIL Foundation (or higher) certification.
- Technical certifications such as CompTIA A+/Network+, Microsoft, or cloud credentials.
- Experience building service dashboards and reporting.
- Familiarity with RMM tools and MSP operational workflows.
Responsibilities
- Lead day-to-day help desk operations across all client accounts, keeping tickets triaged, prioritized, and resolved within SLA.
- Coach, mentor, and grow a multi-tier team of team leads and technicians — and build a culture people want to be part of.
- Own the metrics that matter: SLA attainment, first-contact resolution, response times, backlog, and customer satisfaction.
- Act as the senior escalation point for major incidents and sensitive client situations.
- Run service reviews and QBRs, turning support data into clear stories and improvement plans for clients and leadership.
- Mature our processes, tooling, and knowledge base — driving automation and ITIL-aligned workflows that scale.
- Partner with account management and engineering to onboard new clients and expand existing ones.
Benefits
- Investment in your growth, including certifications and professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
